Jose Resendiz - ISTS

In order to assist with shortcut maintenance, it would be good to have data on shortcut usage (highest vs lowest). We could choose the time period.

In Zendesk's main settings, you can see what agents have talk, but you can't see which ones have chat. Need to add chat.

Agent should have visibility of how long they have put a caller on hold. It's about baasic customer service. Hold time is a basic customer service phone metric; thus, the agent should have visibility of that metric as he controls it.

A high-profile client of ours is asking for this data.

I like Zendesk, but for call centers, the Service Level % is a mainstay. There should be a report where you...

1. Choose the phone line you want measured
2. Enter the service level threshold (i.e. 20 sec)
3. Enter the max abandoned rate to be excluded (i.e. <5 sec)
4. Enter the period to be measured and (i.e. last month)

Voila! you have your Service Level %. Come on guys! Tell me this is available.

And if you want to be great at it, then have it auto refresh for you depending on interval rate.

Same here! We use a database system that we need to copy the email address from Zendesk User to then paste in our our database system to locate their account.

Yes, we need it!

Is there a size limitation to a file, particularly a wait greeting that may include music and wait messages for up to 10 min which is our max answer wait time before it goes to voicemail?